Privacy Policy

Last updated: 22 May 2026. This policy explains what information Butlr collects, how it is used, and the choices you have. We keep this short and in plain language because your privacy matters.

1. Who we are

Butlr ("we", "us", "our") is based in Kuwait City, State of Kuwait. Butlr operates worldwide and is available to guests staying at every venue that joins our network, in any country. We are the data controller for the personal information processed in connection with the Butlr mobile application ("App") on a global basis. Privacy questions: info@onebutlr.com.

2. Information we collect

2.1 Information you give us

• Account & profile information. When you sign in (including via Sign in with Apple), we receive your name and a relay or real email address. You may also add a profile photo, nationality, phone number, gender and date of birth — together these form the Butlr profile card a venue sees when you check in (see section 4).
• Stay information. The venue, room number, and any guest preferences you choose to enter (pillow type, breakfast time, allergies, dietary requirements).
• Service requests. Orders you place (dining, spa, housekeeping, errands), messages you send to the Concierge, voice transcripts you create with Whisper.
• Payment information. When you pay via Apple Pay, we receive a single-use payment token from Apple — we never see your card number. If you choose "Charge to room", we send only the line items to the venue; the venue handles your card.

2.2 Information we collect automatically

• Device information. iOS version, device model, app version, language preference, time zone — to help us diagnose problems.
• Approximate location. Only when you grant permission and only to detect which Butlr venue you are at. We do not track you outside the venue.
• App usage. Crash reports and anonymous diagnostics so we can fix bugs.

2.3 Information we do not collect

• We do not collect your contacts, photos, calendar, health data, browser history, or location while you are away from a Butlr venue.
• We do not sell your data to anyone, ever.
• We do not use your data for advertising.

3. How we use your information

• Deliver the service: route your room-service order to the kitchen, your wake-up call to the front desk, your spa booking to the spa team.
• Personalise your stay: pre-load your Butlr Passport preferences at any venue you check in to.
• Improve Butlr: diagnose bugs, measure feature usage in aggregate.
• Comply with the law: respond to lawful requests from authorities when required.

4. Sharing your information

• Your venue — identity verification. When you give a venue your Butlr ID, or it is scanned at check-in, that venue's front desk can view your Butlr profile card: your name, profile photo, nationality, phone number, email address and its verification status, and how many stays you have had across the Butlr network. This lets the venue confirm it is really you before granting access to the app and your room — protecting you if your Butlr ID is ever lost or misused. Only a venue you present your Butlr ID to can see this; no venue can browse or search guests it has not checked in.
• Your venue — service & check-in records. When you stay at a Butlr partner venue, the venue receives the requests you make so they can fulfill them. Any passport or other identity document you hand over at the desk is recorded by that venue as its own legal check-in record.
• Apple. Sign in with Apple, Apple Pay, push notifications, and the Speech framework operate through Apple. Apple's privacy policy applies to that processing.
• Payment processors. When you pay via Apple Pay, your payment token is processed by our payment provider (Stripe, Inc.) under their privacy policy.
• Service providers. Hosting (AWS), error tracking (Sentry), product analytics (PostHog). All bound by data-processing agreements and process data only on our instructions.

5. Voice (Whisper) and microphone

The Whisper feature uses the iOS on-device Speech framework to convert your voice to text. The audio is processed by Apple under their Speech framework terms. We receive only the resulting text transcript — we do not store the raw audio.

6. Your rights

Under the Kuwait Data Privacy Protection Regulation, GDPR (EEA), the UK Data Protection Act, CCPA (California), and similar laws in the GCC and other regions, you have the right to access, correct, delete, export, object to processing, and withdraw consent at any time. Email info@onebutlr.com and we will respond within 30 days. You can also delete your account in the App: Me tab → Sign out → Delete account.

7. Data retention

We retain your account, stay history, preferences, and request history for as long as you have an active Butlr account so that we can deliver the service across multiple stays — your Butlr Passport preferences would be useless if we deleted them between visits. We also retain:

• Stay records and folio history for the duration of your relationship with Butlr and our partner venues, to enable repeat-guest personalisation and loyalty benefits.
• Aggregated, anonymised analytics indefinitely, to understand how Butlr is used and improve the service. This data cannot be linked back to you.
• Financial records (orders, payments, invoices) for up to 10 years as required by Kuwait's Commercial Companies Law, anti-money-laundering regulations, and the tax and accounting laws of other jurisdictions where Butlr operates or its partner venues are located.
• Fraud-prevention records for up to 5 years where necessary to protect Butlr, our venues, and our guests from misuse.
• Communications (Concierge messages, support tickets) for up to 3 years to handle disputes and improve service quality.

When you delete your account, we permanently remove your personally identifying information within 30 days, except for the categories above where retention is required by law or our legitimate business interests. After the retention period, all data is permanently deleted or fully anonymised.

8. Children

Butlr is not directed at children under 13. We do not knowingly collect personal data from children. If you believe a child has provided us personal data, please contact us and we will delete it.

9. International transfers and global operation

Butlr is a globally available service. Our partner venues are located in countries including (but not limited to) Saudi Arabia, the United Arab Emirates, the United Kingdom, France, Italy, Japan, the United States, Singapore, Hong Kong, the Maldives, and Oman. The list of partner venues grows over time and is not limited to any single region.

Butlr is operated from the State of Kuwait, with cloud infrastructure in the European Union, United States, and Gulf Cooperation Council (GCC) regions. When you use Butlr, your data may be transferred to and processed in any of these countries, as well as the country where your current Butlr partner venue is located, for the purpose of fulfilling your service requests. We use standard contractual clauses, encryption in transit and at rest, and other appropriate safeguards to ensure adequate protection regardless of where your data is processed.

10. Security

All data is encrypted in transit (TLS 1.3) and at rest (AES-256). Payment data is never stored on our servers — we use tokenized payments via Apple Pay and Stripe. We limit employee access to personal data on a strict need-to-know basis.

11. Changes to this policy

Butlr is an evolving product. We reserve the right to update this Privacy Policy at any time to reflect new features (such as Sign in with Apple, Apple Pay, voice features, expanded venue partnerships), to comply with new laws, or to reflect changes in how we operate. The "Last updated" date at the top of this page always reflects the current version.

If we make material changes — meaning changes that meaningfully affect your rights or how we handle your data — we will notify you in the App and by email at least 30 days before the changes take effect. Your continued use of Butlr after the effective date constitutes acceptance of the updated policy. If you do not agree to the changes, you may delete your account at any time.

Minor changes (such as clarifications, formatting, typo corrections, or updates to add new partner venues) take effect immediately without separate notice.

12. Contact

Privacy questions: info@onebutlr.com
Butlr, Kuwait City, State of Kuwait